How to contact APLITOP Technical Support?

How to contact APLITOP Technical Support?

Detailed

Step-by-step guide to report technical issues related to MDT and receive specialized assistance.

When to contact Technical Support

Contact Support when: - ✅ You have a technical error that you cannot resolve - ✅ You have followed the diagnostic steps without success - ✅ You need remote assistance to check your INSTRUMENT - ✅ You require configuration verification - ✅ Performance issues or anomalous operation

Incident opening process

Step 1: Access the form

Go to: https://private.aplitop.com/support/form

Step 2: Complete the form

Fill in the following fields:

2.1 Product

Select: TCP MDT 25

2.2 Incident type

Select: Error

Other available types: - Query - Improvement request - Documentation

2.3 Subject

Briefly describe the incident (maximum 100 characters)

Good examples: - ✅ "Sentinel key not found when Start MDT" - ✅ "Board not found Error in Windows 11" - ✅ "LICENSE expired but recently renewed"

Examples to avoid: - ❌ "It doesn't work" - ❌ "Problem with the key" - ❌ "Urgent help"

2.4 Description

Provide relevant details:

Information to include: - Operating system (Windows 10/11, version) - AutoCAD/BricsCAD version - Key type (hardware/software, LDK/Sentinel) - Serial number (if known) - When the problem started - What you were doing when it occurred - Steps you have already tried

Example of complete description:

System: Windows 11 Pro (22H2)
CAD: AutoCAD 2025
Key: Hardware LDK (serial number: 149)

When trying to run MDT this morning appears
"Sentinel key not found". Yesterday it worked correctly.

I have already tried:
- Reconnect the key
- Restart the equipment
- Check the service (it is running)

The key has LED on and Windows detects it.

Step 3: Attach screenshots

1. Click the Browse button
2. Select file(s) with relevant screenshots

Useful screenshots: - Full error message - Window "ABOUT Tcp-MDT" (if it can be opened) - USBDiag.exe showing key information - Control Center - Device Manager

Recommended Format: PNG or JPG

Step 4: Send

Click the Send button

After sending

Confirmation

You will receive a confirmation email with: - Ticket number - Summary of your incident - Estimated response time

Response times

Follow-up

You can follow up: - By replying to the confirmation email - By accessing the support portal with your ticket number - By calling by phone with the ticket number at hand

Remote connection

If Technical Support requires remote connection: - They will send you instructions by email - They use TeamViewer or AnyDesk (secure) - NEVER share passwords or sensitive data - You can observe everything they do on screen

Tips for quick response

💡 Best practices: 1. Be specific and detailed in the description 2. Attach relevant screenshots 3. Indicate steps already attempted (avoids duplicate suggestions) 4. Respond quickly to Support requests 5. Have availability for remote connection if necessary

Alternative contact

Phone: Consult the portal or confirmation email Direct Email: [email protected] (for emergencies or follow-up) Schedule: Monday to Friday, 9:00 - 18:00 (Spain time)

Category: Support and Contact Level: Basic Channel: Web, Email, Phone Availability: Business hours